Senior Customer Experience Coach & Escalation Lead

Pilgrim'S Europe; Slough; On-site; GBP 35,000 - 48,000; Full time

Benefits offered by this job

Competitive salary

Career development opportunities

Leadership and coaching growth

Supportive team environment

Customer-centric culture

Job summary

Pilgrim's Europe in Slough is seeking a Senior Customer Service Executive to join our Customer Experience team. You will coach colleagues, resolve complex customer queries, and drive service excellence while handling your own customer interactions.

This office-based role, five days a week, offers an opportunity to support onboarding and share best practices to improve the customer journey. You will collaborate with internal stakeholders and act as a subject matter expert across products,

Qualifications

• Experience in customer service, contact centre, customer experience, or sales support environment.
• Proven ability to handle complex customer queries and complaints.
• Strong communication and relationship-building skills.
• Experience coaching or supporting colleagues within a team environment.
• Excellent problem-solving and decision-making skills.
• Strong attention to detail and organisational skills.
• Competent using CRM systems, telephony platforms, and Microsoft Office.

Responsibilities

• Manage inbound and outbound customer interactions across multiple channels.
• Deliver an exceptional customer experience on every contact.
• Take ownership of customer queries through to resolution.
• Handle complex customer enquiries and complaints.
• Build positive relationships with customers and internal stakeholders.
• Act as a subject matter expert for products, services, systems, and processes.
• Support colleagues with customer queries and operational questions.
• Provide day-to-day coaching, guidance, and best practice advice.
• Assist with onboarding and supporting new team members.
• Share knowledge and help identify training and development needs.
• Act as the first point of escalation for Customer Service Executives.
• Support the resolution of complex customer issues.
• Identify opportunities to improve customer experience and team efficiency.
• Contribute to process improvements and department initiatives.
• Support testing and implementation of new ways of working.

Skills

Customer service experience

Complex queries handling

Communication skills

Coaching colleagues

Problem solving

Attention to detail

CRM & Office tools

Tools

CRM systems

Telephony platforms

Microsoft Office

Job description

Pilgrim's Europe in Slough is seeking a Senior Customer Service Executive to join our Customer Experience team. You will coach colleagues, resolve complex customer queries, and drive service excellence while handling your own customer interactions.

This office-based role, five days a week, offers an opportunity to support onboarding and share best practices to improve the customer journey. You will collaborate with internal stakeholders and act as a subject matter expert across products,